Use of Social Media in Crisis Situations

Social media are online forms of communication for influencing, for shaping and sharing messages, and for evaluating, educating, and networking. Their popularity, vis-à-vis traditional media, as a means to obtain information and communicate with social and professional networks has soared in the past decade. Among the most commonly used forms of media by generations Y and Z, social media have immense potential and can be used effectively in building or marring corporate reputation.

Organizations, wary of the impact of social media, are proactively taking steps to promote self-image and mitigate negative influences that may damage reputation. For instance, factually incorrect statements or misinterpretations in cyberspace can lead to a crisis situation, which may be difficult, though not impossible, to address. This entry discusses how social media ...